Product and service design
There is no shortage of digital products that challenge the traditional letting industry.
Yet, less than 10% of the lettings happen 100% online. Traditional high-street agencies must be doing something right. Right?
Well, yes and no. What the customers of this sector need and want evolves, changes constantly.
Mashroom is a scalable ecosystem born in digital. The service is aiming to simplify the renting experience for both landlords and tenants.
Discovery and planing
A digital product can’t compete with the service provided by traditional letting agents. During the discovery phase it was clarified that the digital platform Mashroom will have to offer an end-to-end service – a digital experience with strong ramifications in the real world.
How big the platform, how complex the service? We found out through market research and interviewing potential customers.
Research and ideation
It is easy to empathise with the customers.
You just need to listen and they will tell you all about their experiences, ups and downs, pains and hopes.
Based on those findings, we started defining the processes. Those processes are the skeleton of this complex service. And so the first version of the blueprint was born.
To avoid blind spots and create a solid blueprint, every process got a detailed map.
Everyone responsible or touched by the experience was included in the maps’ validation.
Prototype, test, repeat.
With the blueprint in place, the most exciting part began. Prototyping the journeys to understand how data can be collected without drowning customers in endless forms.
The prototypes were tested with real landlords and tenants. Validated by results, the blueprint for the service got a lot better.
Ready to dress in new clothes.
In parallel with my work, a talented team of brand designers were working hard to shape the “face” and “voice” of this newly born service. The UI designers got the digital experience dressed up and ready for the Beta version.
During this beta version, A/B tests were performed to make sure we got the experience right.
After the Beta period, the platform was launched.
The preliminary results are encouraging.
Given a bit of time, the platform can become the foundation of a healthy ecosystem for landlords and tenants.
Because of its complex nature, this project was a tough one. At the same time, it was a privilege to be able to work with a great team of professionals.
Do you want to know more about this project?
The details presented in this case study are designed to be only a generic overview for this project.
If you are interested in details about processes or how I got to specific solutions, please get in touch.